Service Desk Assistant

About the role

We are looking for a Service Desk Assistant to be the first point of contact for our enterprise customers. The role involves handling incidents and service requests while following ITIL best practices and meeting SLA commitments.

Key responsibilities

• Receive and log daily incidents and service requests, creating and owning trouble tickets until resolution.
• Coordinate resolution of customer escalations and forward non‑standard incidents to the appropriate teams.
• Maintain up‑to‑date knowledge of products, services, systems and processes through required training.
• Ensure professional conduct and representation of company values at all times.
• Collaborate with team members to uphold the company’s image and brand standards.
• Provide feedback on procedures and products to improve service quality.
• Prepare and maintain operational documentation related to incidents, access control and standard procedures.

Required profile

• Demonstrates professional behavior aligned with company values.
• Works effectively in a team environment and supports brand representation.
• Shows initiative in continuous learning and skill development.